Complaints procedure

If you have any comment about the quality or provision of services and facilities you should make the comment as soon as possible to a member of the SID team. All complaints / comments will be dealt with in the strictest of confidence. The Customer Service Advisors will aim to respond promptly and fairly by:

• Providing advice and assistance if requested 
• Keeping you informed of the progress of your comment or complaint 
• Examples of conduct, which may be considered as misconduct includes, but are not restricted to the following: -

Breach of any of the obligations contained in the Conditions of Occupancy.

• Physical or sexual assault on another person. 
• Persistent harassment or bullying of another person. 
• Deliberate damage to property. 
• Theft or fraud. 
• Verbal abuse. 
• Abusive mail by electronic means. 
• Serious negligence which causes unacceptable loss, damage or injury. 
• Infringement of health and safety causing risk to persons or property. 
• Incapability through alcohol. 
• The use or possession of illegal substances. 
• Misconduct relating to a student's professional studies. 
• Misconduct relating to practice and fieldwork placements. 
• Any action which is deemed to bring the Institute into disrepute. 
• Any action that occurs either on or off Glyndŵr University premises which may directly or indirectly affect the interests of Glyndŵr University.

This list is not intended to be exhaustive and any action, which is deemed to bring Glyndŵr University into disrepute, may lead to the invoking of disciplinary procedures.

In some cases, behaviour, which falls within the scope of these procedures, may also be the subject of a criminal charge. An impending court hearing or police investigation does not necessarily constitute grounds for postponing action under these procedures. The Principal / Chief Executive or nominee is empowered to suspend a student pending the hearing of a complaint.

Submission of Complaints

A formal complaint about the behaviour described in the paragraphs above may be made by any student or staff member of the Institute or by persons or agencies external to the Institute. The complaint must be made in writing and must be logged with the Head of Commercial Services.

Principles

Disciplinary action will only be taken against a student when the case has been fully investigated.
At every stage a student will have the opportunity to state his /her case and be represented, if he / she wishes, at any hearing by an officer of the Students' Union or by a friend.